Note: The job is a remote job and is open to candidates in USA. nTech Workforce is seeking a ServiceNow Knowledge Management Consultant for a healthcare organization. The role will lead the expansion of a ServiceNow Knowledge Base, guide teams through documentation migration, and establish standardized workflows, governance structures, content templates, and ticket-deflection strategies.
Responsibilities
- Partner with internal stakeholders to analyze intake processes, ticket trends, and workflow patterns to identify knowledge gaps
- Design, implement, and maintain standardized knowledge templates and approval workflows within the ServiceNow Knowledge Base
- Define clear content ownership, review schedules, and publishing frameworks across multiple business departments
- Shepherd internal teams through the migration of legacy documentation and creation of new self-service articles
- Analyze ServiceNow usage statistics and knowledge metrics to continually optimize content and maximize ticket deflection
- Ensure knowledge architecture is structured to support internal users initially, with scalability for external plan partners
Skills
- • 5+ years of experience working extensively within the ServiceNow platform
- • Hands-on expertise with ServiceNow Knowledge Base (KB) administration, configuration, and workflow creation
- • Proven experience building knowledge management frameworks, governance models, and content review cycles
- • Strong stakeholder management skills with the ability to interface with leadership and cross-functional teams
- • Demonstrated background using data analytics to track ticket deflection and self-service utilization
- • Formal Knowledge Management certification (e.g., KMI / Knowledge Management Institute certifications)
- • Familiarity with AI-driven knowledge tools or ticket deflection components within ServiceNow
Benefits
- W2 contract, 9 months
- Remote opportunity (Quarterly on-site meetings in the Washington, D.C.)
Company Overview